Buyer claiming item damaged- what do I do?

cam101

Hi,

I sold a pair of Next touch lamps on ebay recently, which attracted a high bid of £26 the pair. I packaged them incredibly well in bubble wrap. corrugated cardboard etc, and labelled them all over as fragile (The bases weren't fragile and I didn't send bulbs, so it was just the risk of shade damage I guess).

The buyer has today contacted me with the following message:

The lamps arrived on Saturday but my daughter was out, delivery was arranged for yesterday but the post office didn't deliver, my daughter collected the package this afternoon. Unfortunately, one of the lamp shades is damaged so I would like to claim a full refund of both the item price and the postage charge please.

Where do I stand?

Thanks in advance for anyone who can help.

soolin

I always think it is a good idea to ask for photos, if you do it in a non accusing way a buyer shouldn't feel victimised, just say you will need them together with the original packing for a RM claim.

However, assuming one is damaged then you will have to refund in full.

cam101

Thanks, do I have to pursue the Royal Mail claim? I've often seen in other sellers t's and c's that they will supply proof of posting in the event of a claim- can I do that or will paypal just take money from me regardless?

What if the buyer doesn't play ball and provide a photo or keep the packaging, will I just be £33 out of pocket?

Sorry it's just i've sold over 500 things and never been in this situation before.

itsnotfair_2

I would write saying how sorry and surprised you are at the alleged damage. Tell them how well you wrapped the items.
definately ask for a photgraph telling them it helps with your claim later.

I asked for a photo once of a 'broken' plate. No photo came and the buyer never made contact again.

If one shade is damaged maybe it would be possible for them to get another from Next.

If that fails ask them to return both lamps in original packaging via a trackable service. You will not be expected to make a refund until there is proof of a return and paypal will not make you pay return postage.
You can then decide whether to calim from RM or just resell the good lamp.

You may find they do not wish to pay return costs and may accept a partial refund to cover the damage.

cyberbob

itsnotfair wrote: »

I would write saying how sorry and surprised you are at the alleged damage.

Why do you think it is alleged? I always assume that most customers are telling the truth as 99% are

Thanks, do I have to pursue the Royal Mail claim? I've often seen in other sellers t's and c's that they will supply proof of posting in the event of a claim- can I do that or will paypal just take money from me regardless?

Those T&Cs are meaningless if they go through a paypal claim they will be told to return for a full refund. You are responsible for gettting the item to them in one piece. If they do return the items for a full refund you do not have to pay return postage but a good seller will if its not the buyers fault.

Remember they can still leave feedback so if they have to go through paypal for refunds etc its less likely to be favourable a good response to a problem is always good

itsnotfair_2

I say alleged because she has not seen evidence of it yet.

I have had occasions of 'damage' being reported but no eveidence ever sent. Or even refusal to return an item.

Having been selling on ebay since 1999, I know there are some dishonest buyers out there.

soolin

There are also a lot of dishonest sellers who hide behind the 'I am not responsible for lost or damaged items' terms and that has unfortunately meant that buyers are now quite often forward on going for a full refund at the first hint of a problem as they imagine all sellers are out to get them.

Whatever you do with this stay reassuring, make sure they know that you will be fair about this whilst at the same time needing to be in a position to know exactly what has happened.to assist in your claim to RM. You will also need their co operation anyway as you need them to return the original packaging so that RM can decide whether or not to reimburse you for damage. Breakables, assuming this is covered by recorded (and if the shades were glass you may well find they are not) is not always an easy claim and without the buyers co operation it will be nigh on impossible.

cam101

Thanks for replies. The shades aren't glass, the only thing that could have happened is that they got crushed under something heavy. I'm surprised (perhaps naively) at this, as my o/h and I packaged them really really well- and he works in warehouse dispatch!

I've now politely replied saying what a shame, please could you keep packaging and supply a photograph. Buyer has agreed to send a picture by the end of the week. I've got my proof of posting here, which I believe covers me up to about £35?

So just to clarify, Paypal won't take a refund from me unless I have received item back? Do you think after seeing the photo I should ask for them to return them to me?

Thanks for all help so far, it's making me think whether eBay is actually worth it!

itsnotfair_2

I wonder why they need until the end of the week to supply a picture. With a digital camera one could be emailed in minutes.

If they open a dispute and you agree to refund upon receipt of the item they have to provide a valid online tracking number that paypal can check to see if you have signed for its receipt. If that is not available they will not refund the buyers money.

davemorton

itsnotfair wrote: »

I wonder why they need until the end of the week to supply a picture. With a digital camera one could be emailed in minutes.

If they open a dispute and you agree to refund upon receipt of the item they have to provide a valid online tracking number that paypal can check to see if you have signed for its receipt. If that is not available they will not refund the buyers money.

It is possible that they need to borrow a digital camera.